Juan:'You work as a manager at a bank, don't you?'
Peter:'Yes, I do. But I don't actually work in a branch like you find on the high/main street in any town or city. I work in the loans department in the bank's head office.'
Juan:'So, what do you do?'
Peter:'Do you want me to tell you? It's not exciting.'
Juan:'Yes, I do.'
Peter:'I am the manager of a team that is responsible for both processing loan requests from existing customers of the bank (people who already have a bank account with us) and deciding whether we should give them the money/loan.'
Juan:'How do you do that?'
Peter:'If somebody wants to borrow money from us to buy a house, a car etc..., they first have to submit a loan request to the bank. They do this by either completing an online form on the bank's website or by completing a paper form and sending it to the bank.
If the person completed a loan request form on paper, their form is then inputted on to the bank's loan application system by another of the teams in the office here. That team has to manually enter all the form's information by hand on to the system.'
Juan:'So, how does your team get the loan requests?'
Peter:'All the loan requests for the bank's existing customers are automatically sent to my team either directly from the website or from the loan application system when they have been inputted.
When we have received them, each request is then allocated to a different member of my team. From that point, that loan request is their responsibility to process.'
Juan:'How do you decide who to allocate/give each loan request to on your team?'
Peter:'It depends on how many loan requests each member of my team is dealing with at that time. If one of my team is working on less requests than others, they are automatically allocated the request.'
Juan:'How long does it take them to process a loan request?'
Peter:'There is a 5 day turnaround time for each request to be processed. So we have to make a decision within 5 working days for each request we receive in our team.'
Juan:'When you say working days, that doesn't include Saturdays or Sundays does it?'
Peter:'That's right. If we receive a loan request on Wednesday, we have to process the request and make a decision by the following Tuesday at the latest.
But loans request which are for a large amount of money (e.g. over $40,000), are prioritized. These loan requests are very important and the bank makes a lot of money from them. So, these are not only allocated to the most experienced members of my team, but they also have to be done quicker. So they have a 3 working day turnaround time.'
Juan:'And what happens if you don't process a loan request within the turnaround time?'
Peter:'My team has to meet set targets. One of the set targets is to complete all loan requests within the turnaround time (i.e. 5 or 3 days). If we don't, then the team is penalised.'
Juan:'So your team is punished for not completing a loan request in time?'
Peter:'Yeah. Every late loan request we complete reduces the bonus (extra money) the team receives at the end of the year.'